London Tenant Service’s Obligations

Subject to the you providing timely, accurate and complete information as reasonably requested, London Tenant Services (LTS) shall provide an end-to-end Rent Repayment Order (RRO) support service, which include the following activities as deemed necessary by LTS, delivered using reasonable care and skill and in accordance with good industry practice.

Eligibility and Case Assessment
Conduct an expert-standard assessment of your potential entitlement to a Rent Repayment Order in respect of the period you occupied the address, including consideration of relevant statutory and regulatory requirements, which may include:

• the Housing Act 2004;
• applicable Local Authority licensing requirements; and
• relevant tribunal guidance and established RRO case outcomes.

Case Strategy and Guidance
Where LTS considers that a potential claim exists, explain to you:

• the likely strength of their case;
• the potential routes to resolution (including tribunal determination or settlement); and
• the practical steps involved in pursuing an RRO claim.

Case Preparation and Management
Preparing and managing your RRO claim, which may include:

• requesting, collating and organising relevant documentation and evidence;
• assisting with the preparation of factual statements and supporting materials;
• guiding you through required procedural steps; and
• coordinating submission-ready materials where appropriate.

Liaison and Process Support
Where appropriate and permitted, assist with communications and procedural interactions connected with the RRO process, including engagement with landlords, local authorities, tribunals, or third-party professionals, while not holding itself out as providing reserved legal services.

Tribunal Attendance and Hearing Support
In the very unlikely event where a Rent Repayment Order claim proceeds to a tribunal hearing:

• support as a lay representative or McKenzie Friend; and
• provide practical, procedural and case-related assistance before and during the hearing.

Status Updates and Communication
Keep you reasonably informed of the status of their matter, including indicative stages such as: information gathering, assessment in progress, case readiness, submission, and outcome (including settlement or tribunal determination).

Outcome Information
Inform you, based on the information available, of LTS’s view of the likelihood of achieving a successful RRO award or settlement, noting that outcomes cannot be guaranteed.

Personal Data
Upon receipt of any information received by you, LTS shall store, process and manage any Personal Data in accordance with its Data Privacy Policy and applicable data protection legislation.

Questions

Should you have any questions on the above, please do let us know – we would be happy to provide any clarity.